Frequently asked questions

No hidden costs. Your fixed price is based on the details you enter — including your route, items, date, arrival window, crew and any extras.

The total shown before payment is the total you pay, as long as those booking details stay the same. If you change something later, we’ll show or confirm any price difference before it’s agreed.

Yes. Your prices are calculated live from your route, items, date, nearby driver availability and the options you choose.

That calculation only takes seconds, so there’s no artificial waiting screen and no callback needed. Once you book, your price is fixed for the details you’ve given us.

Yes. Your driver helps load and unload the items listed in your booking.

• 1 person means the driver. You’ll need to provide capable lifting help at both collection and delivery.
• 2 people means the driver and a helper, so you don’t need to provide lifting help for the agreed move.

Include your items, floor levels and access details accurately so the quote reflects the help you need.

We use the items in your booking to choose a van with enough capacity for your move.

List every item as accurately as you can — it helps us send the right vehicle and is part of what makes your price fixed. If you need to add something later, update your booking at least 48 hours before the move. Changes can affect the price.

For eligible furniture, yes. On the items step, choose dismantling at collection, assembly at delivery, or both.

The price shown is per item, and your total updates automatically when you change the quantity. If an option doesn’t appear for an item, prepare it before collection or contact support before you book.

Use these approximate sizes:

• Small: 30 × 30 × 30cm
• Medium: 45 × 45 × 45cm
• Large: 60 × 60 × 60cm

Choose the closest match rather than worrying about an exact measurement. Pack each box so it can be lifted safely, and list anything unusually large or heavy separately.

Yes. Before a driver can accept work, we check that they have a valid driving licence and current motor insurance.

Many drivers also carry Goods in Transit or Public Liability cover, but this varies. If you need a particular type or level of cover, contact us before booking and we’ll help you check.

Passenger travel isn’t currently available through the new online booking flow. If travelling with the driver is essential, contact support before booking so we can confirm what’s possible. Please don’t assume a passenger seat will be available.

Yes. Choose the waste or clearance option in the quote form and list the items you want removed. This gives you a quote for disposal rather than an ordinary collection and delivery.

If you need to use a particular recycling centre or have unusual items, check with support before booking so we can confirm the requirements.

The available payment options and amount due are shown at checkout before you confirm. If a deposit option is offered for your booking, follow the payment details shown there.

For an existing booking, check your secure booking page for the recorded payment details. If a payment looks wrong or you’re asked for an unexpected extra amount, contact support so we can check it.

Check the inbox and spam folder for the email address you used when booking. A saved quote on its own isn’t a confirmed booking.

If you’ve completed payment but can’t find your confirmation, contact support with the email address you used and your booking reference if you have one. Let us check before making another payment or booking again.

Once a driver has been allocated, their contact details are available on your booking page from two days before your move.

If your booking still shows that we’re allocating a driver, check the page for updates. If your move is approaching and the details aren’t available, contact support with your booking reference.

Your collection window is shown on your booking page. Use that window when planning access, as it isn’t a guaranteed exact arrival time.

If you need advance notice, speak to your driver once their contact details are available. If the window has passed or you can’t reach your driver, contact support with your booking reference so we can check.

Yes. Use the online amendment form to update your items, addresses, date, collection window or moving help. The form shows your deadline and any price difference before you confirm.

Online changes close 48 hours before collection. Some changes also need your driver’s agreement, so follow the confirmation and payment steps shown. If the form is unavailable or your move is sooner, contact support so we can check what’s possible.

Visit our help page and send us your booking reference.

• Cancel at least 48 hours before your booking date for a full refund.
• If you cancel between 24 and 48 hours beforehand, a 50% charge applies.
• Cancellations with less than 24 hours’ notice aren’t refundable.

Bookings made with less than 48 hours’ notice are treated as short-notice bookings, so the free cancellation window doesn’t apply.

If we can’t fulfil your booking and no suitable replacement can be arranged, we’ll cancel it and issue a full refund. The ordinary cancellation charges above don’t apply in that situation.